Customer Care Advisor
POSITION DESCRIPTION
Job Title: Customer Care Advisor
Location: Penang
Department: Customer Care - Operations
Reports to: Customer Care Manager, Penang
Responsibilities:
- Provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
- Efficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous and timely manner
- Delight customers with exceptional service skills and a can-do attitude with every interaction
- Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gates
- Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction
- Replicate customers’ technical/product issues to provide appropriate steps for resolution
- Interpret and analyze customer needs to resolve inquiries and improve product utilization
- Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities
- Be a great team-player with with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions
About You – experience, education, skills, and accomplishments:
- A bachelor's degree in computer science or related technology field.
- 1-3 years of relevant experience in a customer-focused position.
- Good written and verbal communication.
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Ability to think logically, critically, quickly, and strategically to solve issues
It would be great if you also had:
Prior experience in tech support, desktop support, or a similar role.
Proficiency in Windows/Mac OS.
Experience with remote desktop applications and help desk software.
Familiarity with networking systems and protocols.
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
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